'Px Solutions predict and solve customer issues'

BANGALORE, INDIA: 24/7 Customer's Px Solutions enable enterprises to transform their customer interactions from traditional contact channels to predictive and personalized online interactions, according to Ravi Garikipati, chief technology officer, 24/7 Customer, a managed services provider of online predictive experience solutions.

In an interaction with CIOL, he said that the Px platform helps customers get answers to their questions even before they ask, and it predicts their issues when they are online and resolves them right there on the web, smartphone or tablet through self-service or assisted service.

“Most of the enterprise websites don’t adapt to evolving customer needs well. This is reflected in how effective the company’s online sites have been in serving the needs of the customers,” Ravi said. “The Px products enable us to continuously analyze and learn from the customer interactions online and in the call center. This helps us identify and predict their needs, interacting with them appropriately to help them accomplish their objectives.”

A study shows that six out of 10 customers seeking help start looking for solutions to their problems online. Of these, five switch channels after being unable to find the resolution on the web.

“Despite companies investing significantly in web infrastructure, the web experience continues to frustrate online visitors. Organizations incur as much as $30 million a year in sales and service costs that could have been avoided if websites had enabled users to complete their goals online,” he added.

The Px solutions include Px for Sales and Px for Service. Px for Sales leverages deep propensity modeling to target the right customers on an e-commerce web site and direct them towards a sale, preventing leakage and driving higher Average Order Values.

At the same time, Px for Service predicts the online customers' need for service and guides them through their journey towards successful in-channel, in-context resolution of their goals, deflecting calls to voice channels and increasing customer satisfaction.

“The Px products and solutions are cloud-based predictive technologies and are delivered as SaaS. The products and solutions are powered by homegrown technologies built by multi-disciplinarian iLabs team that is a mix of computer scientists, data scientists and statisticians,” he said.

On a query on security, Ravi said that the PX products and solutions adhere to the strictest security guidelines laid out by leading standards such as PCI Compliance, Data Protection Act, EU Directive etc.

“Our solutions have been audited and certified by independent auditors. We capture only required information or data from the page to 24/7 Customer’s servers that we deem necessary for analyzing journeys. Communication occurs over a secure connection.”

Browsing information for improving prediction accuracy and reporting is collected and anonymized. Once aggregated, this information is handled in accordance with stringent security policies agreed upon jointly with the client, he said.